Patient and Family Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for families seeking information.

• Manage incoming and outgoing communications via calls, texts, and emails.

• Inform families about InStride’s programs, treatment approaches, and clinical results.

• Establish trusting relationships and advocate for families encountering access challenges.

• Address onboarding obstacles and navigate intricate insurance processes.

• Confirm eligibility in accordance with payer contracts.

• Oversee Single Case Agreements.

• Collaborate with the authorization team.

• Interact with insurance representatives to advocate for precise information.

• Coordinate with Payer, Scheduling, Authorization, Growth, and Clinical teams.

• Offer cross-coverage and assist colleagues as needed.

• Test new workflows and engage in organizational initiatives.

• Provide insights to enhance team processes.

• Utilize and familiarize oneself with AI tools to automate tasks and improve workflows.

• Manage help desk tickets while ensuring accurate CRM and internal system records.

• Process Protected Health Information in adherence to HIPAA regulations.

⛳️ Requirements

• Demonstrated experience working closely with customers, patients, or families.

• Proficient in managing difficult conversations.

• Comfortable with communication via phone and various digital platforms.

• General knowledge of health insurance, including billing, verification, benefits, cost-sharing, and eligibility, is highly preferred.

• Previous experience with HIPAA regulations and the secure handling of Protected Health Information is preferred.

• Highly resilient and adept at navigating uncertainty.

• Comfortable in a fast-paced, collaborative team environment.

• Familiarity with CRM platforms such as Salesforce or ZohoCRM.

• Experience with support ticketing processes.

• Willingness to pilot new workflows, learn AI tools, and provide constructive feedback.

• A warm, empathetic demeanor and a strong passion for providing exceptional family support.

🏝️ Benefits

• 401k with matching contributions.

• Flexible paid time off (PTO).

• Paid holidays.

• Paid service days.

• Four-week paid sabbatical.

• Twelve-week paid parental leave.

• Health benefits commencing on your first day.

• Fully virtual work-from-home setup.

• Occasional in-person retreats.

• Opportunity to be part of a mission-driven organization transforming pediatric mental health treatment.

• Chance to make a significant impact in helping children and families access evidence-based care.

• Opportunity to collaborate with a talented and experienced team.